User`s guide

Setting Options
SERVICE LEVEL LIMIT
After you have used CMS for a few days, you should have enough
information to set several system options. Initial settings are in effect for the
following options until you define new values:
● Service Level Limit
● Abandoned vs. Incoming Call Threshold
● Audible Alarm On/Off
● Transfer Return Threshold
● CMS-Port Personal Line Button Verification
Pressing [F5] (labeled “Set Options”) on the Administration Menu screen
selects the Set Options screen, shown below.
SET OPTIONS
ADMIN CMS1.0 3:36p 04/18
OPTION SETTINGS
Option
Value
F1
Service Level Limit 20 sec
F2 Abandoned vs. Incoming Call Threshold
10 sec
F3 Audible Alarm (ON/OFF)
ON
F4 Transfer Return Threshold
5 rings
F5
CMS-Port Personal Line Button Verify ON
F10 - Help
F Service F Abandon F Alarm
F Return F Verify F Admin
1 Level 2 Thresh 3 On/Off 4 Thresh 5 On/Off 8 Menu
The service level is a measure of how quickly your customers’ calls are
answered by agents. The service level is the percentage of calls that were
connected to agents within a specified number of seconds (called the Service
Level Limit). For instance, during a particular hour your agents may answer
90% of the CMS calls within 20 seconds.
The initial value for the Service Level Limit is 20 seconds. Since the length of
time between the beginning of one ring and the beginning of the next is
about 5 seconds, a Service Level Limit of 20 seconds equals about 4 rings.
The service level is displayed on the System Status screen and is continually
updated while CMS is managing calls. (The service level also appears in the
Daily Split Report and in the Cumulative Split Report.) If the service level
drops below an acceptable level, it may indicate the need to turn on intraflow
or to add more agents to a split.
Setting Options 4-47